Read the plan
Discovery, Consulting, Starter, and Growth are on Plans. Growth is the retainer that includes a written SLA.
Service levels
A written SLA is part of the Growth plan, in the statement of work for that engagement. This page does not publish an uptime percentage, because the number is agreed per system, not copied from a template.
Size a breach
Turn checks and failures into an error budget you can discuss. SLA calculator · Error budget desk · Recovery notes · SLA risk forecaster
Watch agents
If the commitment is about response time, start with Agent SLA monitor.